Rubin, Rhea Joyce <br/><br/>
Defusing the angry patron :  a how-to-do-it manual for librarians / 
Rhea Joyce Rubin 
 - 2nd ed. 
 - New York :  Neal-Schuman Pub. Inc.,  c2011 
 - xv, 125 p. ;  28 cm. 
 - How-to-do-it manuals ;  no. 177 .
 - How-to-do-it manuals for libraries .
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9781555707316 1555707319 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--United States<br/>Customer services--United States<br/>Library users--United States<br/>Interpersonal communication<br/>Conflict management<br/>Anger